AccountId: 011433970860
ContactId: db6c72dd-4a8b-4ccb-a36b-10ad70dd9c0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374000 ms
Total Talk Time (AGENT): 151250 ms
Total Talk Time (CUSTOMER): 137046 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/db6c72dd-4a8b-4ccb-a36b-10ad70dd9c0e_20250327T20:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Sorry, my name is [PII] I'm calling in regards to a claim that I have filed.
[AGENT][NEUTRAL] OK, I can help you with the claim. Can I please get your um policy number?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be 236-1422.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK. No, I'm gonna need for you to verify your policy for me. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, address is [PII], uh, telephone number [PII].
[CUSTOMER][NEUTRAL] And email address should be my [PII].
[AGENT][POSITIVE] Thank you, I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] All right, so let's
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] Let's look here and the phone number that you gave me, sir, is that a good number to call you back on if we get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Are you calling to check to see if we received the information that you sent in today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The one for yesterday actually, so I called maybe about a week or two ago in regards to the claim for the date of service on [PII] of last year.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] They had informed me that they were missing an itemized bill and so I submitted it yesterday and I see that it shows that the $350 was paid.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I just wanted to see who it was paid towards because some of that, some of that.
[CUSTOMER][NEUTRAL] That statement was like paid out of pocket from myself.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Let me check on this real quick.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] The one that was paid was submitted on [PII]. The one you submitted yesterday and today are still in progress, and those have not been paid.
[CUSTOMER][NEUTRAL] OK, so for the one that I guess was paid on [PII], was that the one for $350?
[AGENT][NEUTRAL] Yes, and it was submitted on [PII] and we processed it um on [PII].
[AGENT][NEUTRAL] And it was a check and let me see where that went to.
[AGENT][NEUTRAL] West Kindal Baptist Hospital.
[CUSTOMER][NEUTRAL] OK, um, so who would I be reimbursed by? Would it be directly with them?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Now that
[CUSTOMER][NEUTRAL] Because like I said, I that that that payment of $350 I did make partial payment too.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] So that's why I'm, I, I thought I assumed that the remaining balance is what you, you know, you guys would pay out, but I guess you guys just pay the whole bill and so they got almost double the money.
[AGENT][NEUTRAL] OK, yes, I would check with them because they're the ones that send in the claim for $350.
[AGENT][NEUTRAL] And that was paid $350.
[AGENT][NEUTRAL] And the check, and they, they haven't cashed the check yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The check um number is 2034548.
[CUSTOMER][NEUTRAL] I'm sorry, do you mind repeating that that again?
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Yes, it's 203-454-8.
[AGENT][NEUTRAL] It was issued on [PII].
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And it's still outstanding they haven't.
[AGENT][NEUTRAL] That, that's just been a couple of days, a few days ago, so they haven't had a chance to cash it yet.
[CUSTOMER][NEUTRAL] OK, understood.
[AGENT][NEUTRAL] And they sent in and that's a claim that they sent in from their facility.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Right, which it's funny because they continue to send me the remaining balance statement.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So that's why I'm a bit confused, but I mean I'll reach out to them if that's the case.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And then like I said, the ones that you sent in on the [PII] and the [PII], those are still in process.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah, no, the one for the [PII], I, um, was just the, um, itemized bill for that data service of of [PII], so it's not, it's not a claim that needs to be worked on, I guess if the if the um amount paid was already processed.
[AGENT][NEUTRAL] OK, I understand.
[CUSTOMER][POSITIVE] Yeah, um, but OK, thank you so much. I do appreciate all the help you gave me. I, I will be reaching out to Baptist Hospital directly.
[AGENT][POSITIVE] OK. All right. Well, I hope you have a great day. Is there anything else I can help you with before we go, [PII]?
[CUSTOMER][POSITIVE] Um, no, I think that was all for today. Thank you so much for your time.
[AGENT][POSITIVE] You're welcome. You have a good day and thanks for calling APL.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][POSITIVE] Thank you. You have a great day bye bye.